Frequently Asked Questions

Find answers to common questions about monitoring your solar system.

App & Connection

Who manages the mySunPower application now?

SunStrong management now owns and provides support for the mySunPower application. This change ensures continued monitoring and management of your solar system.

What important service changes are happening to system monitoring?

As of April 15, 2025, cellular connections will no longer be supported for system monitoring. This change affects all users currently using cellular connections for their solar system monitoring.

The technology required to monitor your solar system requires significant infrastructure and ongoing support. Your investment in clean energy deserves reliable, long-term support, and we remain committed to providing this service. We understand these changes may be unexpected. 

We’re introducing a new service model that ensures we can continue supporting your solar investment while covering our essential infrastructure costs. This approach maintains core features at no cost, while offering advanced capabilities for customers seeking deeper insights into their clean energy investment.

 

Starting April 15, 2025, to sustainably support our monitoring infrastructure, some features will require a paid subscription: 

Basic Features (Included at no cost): 

    • System health alerts – Get notified about communication issues or device problems 

    • Live system monitoring – See your current solar production in real-time 

    • SunVault management – Control your battery settings, view status and performance 

    • WiFi management 

    • Firmware updates 

Premium Features* ($9.99/month or $99.99/year): 

    • Historical performance data – Track and analyze your system’s past performance 

    • Panel-level monitoring – View individual solar panel performance 

    • Production and consumption analytics – Understand your energy usage patterns 

    • Monthly performance reports – Receive detailed summaries of your system’s operation

* Lease customers receive premium features as part of their lease service at no cost

How do I subscribe to the premium features?

Customers will be prompted to subscribe through the mySunPower app when that option becomes available.

There is no option to subscribe for paid services in advance. Please do not send money or checks.

What connection options are available for my system?

You have three options to connect your system:

  • WiFi connection
  • Ethernet connection
  • Power-line communication

How do I update my connection from cellular to WiFi?

Follow these simple steps to update your connection:

  1. Download or update the mySunPower app:
    • iPhone users: Search “mySunPower” in the Apple App Store
    • Android users: Search “mySunPower” in the Google Play Store
  2. Open the mySunPower app
  3. Tap the Profile icon at the bottom of the screen
  4. Select “WiFi Settings”
  5. Follow the on-screen connection workflow to complete setup
WiFi connections only supported over 2.4Ghz. If your system is unable to connect to WiFi, please use an ethernet cable.  Power-line adapters and WiFi extenders are potential solutions to help get connected when your system cannot connect to your router. 

When do I need to make this change by?

The transition must be completed by April 15, 2025, to ensure uninterrupted monitoring service for your solar system.

How do I know if I need to take action with my system connection?

First check your system connection type by tapping the Profile icon at the bottom of the screen:

If you see any of these connection types, no action is needed:

  • WiFi
  • Ethernet
  • Power-Line Communication

If you see any of these connection types, action is required:

  • Cellular
  • Communication Down
  • Unknown

Will the web portal still be available?

No, the web portal is no longer supported. Please use the mobile app for all monitoring needs.

How do I manage my account credentials?

To reset your password:

  1. Click “Forgot Password” on the mobile app login screen
  2. Enter the email address associated with your account to receive a reset link
  3. After resetting your password, be sure to log in through the mobile app

For login issues, ensure you have the latest app version installed. Recent updates have resolved previous login issues. If you experience difficulties, try logging out and back in.

What can I do if I am unable to login to my account?

  1. Confirm your mobile app is up-to-date to the latest version by going to the app store, searching for “mySunPower” and clicking update
  2. If your password is up-to-date but you cannot login, reset your password by clicking the “Forgot Password” option on the mobile app login screen and following the steps
  3. If you do not receive an email to reset your password consider whether your account may have been setup using a different email and another email to reset your password
  4. If you have never used the app or no longer have access to the email associated with your account, please contact us and include your name, service address, your device serial number, and the email(s) you think may have been previously associated with your account.  The serial number can usually be found inside the gray cover and/or at the bottom of the device.

Why is my WiFi network not included in the scan results?

The device might be too far from your router. Try moving your router closer to the device. Note: Public hotspots like XFINITY WiFi are not supported.

What are alternatives to using WiFi?

Try using the following connection methods if your WiFi will not reliably reach or connect to your device:

  • Direct ethernet connection: Use an ethernet cable to connect your device directly to your Internet router.
  • Power-line adapter: Use a power-line adapter and ethernet cables to connect your device to the router by using your home’s electrical wires. Note that for power-line adapters to work they must be connected to the same circuit and not all homes are compatible with this technology.

System Monitoring

How can I check the current status of my system?

The SunPower system installed at your home collects production data and energy consumption (if enabled). You can check status in the mobile application by opening the Home tab which displays current power flow. Any alerts appear as an alert icon.

How can I check if there are any issues with my system?

Look for an alert banner at the top of the home page. Click/tap the alert for detailed information about the issue.

What should I do if my system isn’t receiving data?

If your system isn’t showing data, check:

  1. Weather conditions (are they favorable for solar production?)
  2. Internet connection
  3. System status during daylight hours with favorable weather and working internet

What should I do if I’ve lost communication with my system?

This typically means your SunPower system is having connectivity issues. Try these steps:

  1. Check your home Wi-Fi and signal strength to the Hub
  2. Restart your router and the Hub’s 15A circuit breaker
  3. Check for obstructions between router and Hub (concrete, metal, brick can interfere)
  4. Move router away from interference sources
  5. Consider installing a Wi-Fi range extender
  6. Consider upgrading your router
  7. Consider using a Powerline Communication (PLC) Device

Why do I see negative consumption?

Negative consumption readings usually indicate setup or installation issues.

Why did I stop receiving reports and panel-level data in the app?

Some customers have stopped receiving reports and panel-level data. For reports, you can restore access by going to Profile -> Reports and toggling the reports setting off and back on. Panel-level data views will be restored in an upcoming app update. These temporary issues do not impact your system’s performance.

Panel-Specific Information

What is panel level data?

Panel level data allows you to monitor individual panel performance daily, showing how factors like shading, sun angle, weather, and seasonality affect different parts of your system.

How often is panel data updated?

Energy and power data in the Panels tab updates hourly.

What’s the difference between Energy and Power views?

Energy view shows total production (kWh) over time, while Power view shows maximum power level (kW) generated each hour.

What do the panel status colors mean?

There are four status indicators:

  • Green: Normal operation
  • Grey: Temporary non-production or communication loss
  • Orange: Communication loss with monitoring device
  • Red: Power production stopped

Why aren’t all panels producing the same amount of energy?

Production varies due to multiple factors including:

  • Panel placement on the roof
  • Angle relative to the sun
  • Weather conditions
  • Daytime shading
  • Obstructions (leaves, snow, etc.)

When do panels communicate?

Panels communicate only during daylight hours since communication is solar-powered. Communication timing varies by panel orientation:

  • East-facing panels: Early morning
  • West-facing panels: Until sunset
  • South-facing panels: Between sunrise and sunset

Why do panels sometimes lose communication?

Panels communicate via Power Line Communication (PLC) and can be interrupted by:

  • Home electronics interference (appliances, power strips, workshop equipment)
  • Neighbor electronics
  • Tripped circuit breakers
  • General line noise

What if I don’t see data for some panels but still see overall production?

Your system is likely still generating power. A production meter probably measures total system output, even if individual panel communication is temporarily lost.

How often should I clean my panels?

Rain and snow provide sufficient natural cleaning.

What if my panel layout is missing or incorrect?

Contact your installer to create or update the layout.

SunVault Information

What are the different operating modes for SunVault Storage?

SunVault can operate in the following three modes:
  • Self-Supply mode enables you to maximize your use of solar energy and minimize the amount you import from the grid during the day. This setting is the most environmentally friendly, because it serves home loads first with solar energy, then with stored energy from SunVault, and finally—only if additional energy is necessary—by importing electricity (electrical energy) from the grid. While in Self-Supply mode, SunVault works to minimize your use of utility energy while either solar or stored energy is available by tracking your power requirements and calculating (at 15-minute intervals) what is necessary to achieve net zero. Net zero can be achieved when your home is generating as much energy as it’s using, enabling you to buy less energy from the grid.
  • Cost Savings mode enables you to limit your use of grid energy during peak times, when electricity is most expensive. Typically, Time-Of-Use (TOU) rate plans offer lower rates during daytime hours and higher rates in the evening. So, by storing electricity when rates are lower and using it when rates are at their highest, you can optimize your savings. Depending on the mode chosen and what your local utility allows, Cost Savings mode means your SunVault® system will discharge electricity to your home at peak times as defined by your rate plan until it reaches your selected reserve charge level. You can adjust your rate plan and reserve charge level by setting up Cost Savings mode in the SunStrong Connect app. If you have a tiered or flat rate plan, your SunVault will not discharge because there are no additional savings. Cost Savings mode is not currently available in all regions.
  • Reserve mode lets you maintain your SunVault system in a fully charged state in anticipation of a Public Safety Power Shutoff (PSPS) or expected storm. In Reserve mode you can reserve 97 to 100% of your battery power. SunVault will use a small amount of energy each day to self-power and will recharge when solar energy is available.
Operating modes features are subject to change or may vary with a Power Control System(PCS) system is in place.

How do I change operating modes for my SunVault?

You can select your operating mode in your SunStrong Connect app. From the SUNVAULT tab you’ll see the current operating mode and can change it by simply tapping EDIT to select among Self-Supply, Cost Savings, and Reserve modes.

App Support

Who can I contact if I have an issue with the app?

App users needing support can contact [email protected].

What is the refund and cancellation policy for premium subscriptions?

Subscription Cancellation

You may cancel your premium monitoring subscription at any time by:

  • Through the subscription page and cancel button on the SunStrong Connect app
  • Emailing us at [email protected]

Your cancellation will take effect at the end of your current billing period. You will continue to have access to premium features until that date.

Refunds

Monthly Subscriptions
  • No refunds are provided for monthly subscriptions except in cases of software-specific issues
  • Cancellations take effect at the end of the current monthly billing cycle
Annual Subscriptions
  • Refunds for annual subscriptions may be provided on a prorated basis if you cancel within the first 30 days of your subscription period
  • After 30 days, no refunds will be issued except in cases of software-specific issues
  • If eligible for refund, you will retain access to premium features until the end of your annual subscription period
Software Issues
  • Refunds may be issued at our discretion when service disruptions are caused by software-specific problems on our end
  • Such refunds will be evaluated on a case-by-case basis

What Happens After Cancellation

When your premium subscription ends, you will:

  • Keep access to basic features including WiFi management, firmware updates, and real-time system monitoring
  • Lose access to premium features including historical data, analytics, panel-level monitoring, and monthly reports

Important Notes

  • Lease customers continue to receive full monitoring access at no additional cost and are not subject to this policy
  • Refunds will be processed using the original payment method within 5-7 business days
  • This policy does not affect your rights under applicable consumer protection laws

For questions about cancellations or refunds, please contact our support team through email [email protected].

Last updated: June 3, 2025

 

Marc Pangburn
Board Member

Marc Pangburn is Chief Revenue and Strategy Officer of HASI. He leads the company’s investment and portfolio teams, as well as strategic transactions, including asset management activities.


Mr. Pangburn was Co-Chief Investment Officer of HASI before serving as Chief Financial Officer from March 2023 to March 2025. During his tenure as CFO, Mr. Pangburn oversaw several transformative developments, including the company’s CarbonCount Holdings LLC (CCH1) co-investment partnership with KKR and HASI’s upgrade to investment-grade debt issuer.


Prior to joining HASI in 2013, Mr. Pangburn worked at MP2 Capital, a solar development and financing company, where he was responsible for structuring the firm’s transactions. Previously, he worked in the private capital group at New York Life Investments, focusing on utilities, energy, and infrastructure debt and equity investments. Mr. Pangburn is a member of Ceres’ President’s Council and an advisor to the Smithsonian Environmental Research Center. He received a Bachelor of Arts degree in Economics from Drew University.

Jeff Lipson
Board Member

As CEO, he focuses on the development and execution of all aspects of our strategy of making climate positive investments with superior risk-adjusted returns. Before becoming CEO of HASI in March 2023, Mr. Lipson served as executive vice president and our chief operating officer from 2021 to February 2023, and as our chief financial officer from 2019 to February 2023. Previously, Mr. Lipson was president and chief executive officer and director of Congressional Bancshares and its subsidiary Congressional Bank (now Forbright Bank). Mr. Lipson has also been a senior vice president and the treasurer of CapitalSource Inc. and its subsidiary CapitalSource Bank and a senior vice president, Corporate Treasury, at Bank of America and its predecessor FleetBoston Financial.

Andrew Mills
Board Member

As a Partner, Andrew brings valuable fintech and clean energy experience to this seasoned team. Andrew was the first employee of GoodLeap’s consumer finance business before founding GoodFinch with GoodLeap founder Hayes Barnard and Tanguy. At GoodLeap, Andrew built out the company’s residential solar underwriting and financing platform. Prior to GoodLeap, Andrew worked at SolarCity where he helped launch the company’s first international expansion in Mexico City. Andrew graduated from Princeton University, where he was Captain of the Varsity Soccer Team and President & Co-Founder

Tanguy Serra
Board Member

As Co-Founder, Tanguy brings extensive experience across capital markets, clean energy, and financial technology. As President and Chief Investment Officer of GoodLeap, he quickly helped the organization establish market dominance as a leading solar lenders in the U.S. Prior to his current roles, Tanguy spent several years in investment banking with Merrill Lynch, Morgan Stanley (London), nearly a decade investing institutional capital at TPG, co-founded Vivint Solar, and served as Chief Operating Officer and President of SolarCity– where he oversaw 10,000 employees, and helped grow to 40% of market share. Tanguy oversaw origination of ~17,000 solar systems per month and tracked performance of hundreds of thousands of systems across FICO bands, lease/PPA/loans, and geographies while serving at SolarCity.

Brendon Merkley
CEO

Prior to his role as SunStrong CEO, Brendon served as Chief Operating Officer at GoodLeap, where he managed all aspects of the customer experience and oversaw the processes and operations that impact critical consumer touch points for a 1 million customer portfolio. Brendon is currently a Strategic Advisor to GoodLeap. Other experiences include his role as Executive Vice President of Customer Operations & Information Systems at SolarCity where he directed teams that shaped the residential solar customer experience. He led the enterprise information technology teams as well as the company’s global operations support centers. He also co-founded Vivint Solar, where as COO he oversaw the fulfillment process and directed the development of various enterprise and Customer-facing software platforms. Brendon has built and led teams that have serviced a quarter of all residential and commercial solar systems in the U.S.